CCAIA Growth Update

The Contact Center AI Association launched in January with the goal of hosting meetings in ATL, NYC, and SFO each quarter.

In Q1, we launched the Southeast Chapter in Atlanta, which is under the leadership of Chip Kennedy (Verizon & Mailchimp alum) as Southeast President and Stephanie Eruteya (Fanduel Vendor Manager) as Southeast Secretary.

In Q2, we are launching the Northeast Chapter in New York City. The Northeast President is Michael Mattson (Travelers Insurance CX Manager) and the Northeast Secretary is Marisa Claire Smith (Angi VP of Consumer Care).

In Q3, we will be launching the West Coast Chapter in San Francisco and are actively recruiting leadership for that chapter.

Q2 CCAIA Meeting Dates

Southeast (Atlanta) - May 17 2:30-4:30 followed by dinner.

The Q2 meeting in Atlanta is focused on how to inspire and empower customer support agents in the age of AI.

The “in-house” speaker is Sean Ilenrey.

As the VP of Support at Dutchie, Sean has experience enhancing customer support with AI tools. While, at the same time, he's a champion for building up agents to be strategic assets for future iterations of a business.

Sean wrote about his leadership philosophy in his book, “You Don’t Owe Happiness.” He advocates for leaders to take responsibility for making their teams feel valued and valuable.

The technical speaker for this event is Liz Tsai, CEO of HiOperator.

Liz started college at MIT at the age of 15 and obtained her Masters degree there as well. She founded HiOperator in 2016 with the goal of automating customer service with humans in the loop.

With her engineering and customer support experience, Liz is one of the most knowledgable people in the industry when it comes to blending AI and humans to deliver exceptional customer support at the lowest cost.

Also, the law firm Ogletree Deakins will provide the Q2 legal update. This will focus on parts of the European Union's AI Act that are most important for customer support leaders to know.

The cost to attend is $100. That gets you: (1) an amazing venue, (2) an open bar, (3) dinner, (4) thousands of dollars worth of legal research and analysis, and (5) networking with other CX leaders.

Northeast (NYC) - June 21 3:30-5:30 followed by dinner.

This meeting will be hosted in space at Angi’s office in the Meatpacking District of Manhattan. The technical speaker will be Etienne Bernard, the author of Introduction to Machine Learning. We are still lining up the in-house speaker and theme for this event. Please go ahead and mark your calendar and we will send another email with more details once we iron them out.

How to attend

The CCAIA is designed to be a “sales free” zone and safe place for in-house customer support leaders to exchange insights with each other about how they are using AI to improve customer experience in their organizations.

Therefore, the events are invitation only. All in-house customer support leaders who request an invitation receive one. All vendors who request an invitation are added to a list that the chapter leaders reference when hand-picking which vendors attend.

You can request an invitation using this link here: Request Invitation.

If you have previously requested an invitation to attend a meeting, you are still in the database that is referenced by the chapter leaders. Therefore, you do not need to submit another request if you have done so before.

Thank you

We appreciate you subscribing to the CCAIA newsletter. If you have any questions or suggestions, feel free to reach out to John Walter at [email protected].